Refund policy

Returns & Refunds

We want you to love your Koke House order. If something isn't quite right, we're here to help.

Changed your mind?

For most products, you have 14 days from receiving your order to let us know you'd like to return it.

Once you've contacted us, you'll then have a further 14 days to send the item back.

To be eligible for a return, your item should be in the same condition you received it, with its original packaging where reasonably possible. You are responsible for taking reasonable care of the item while it is in your possession.

Please contact us at hello@kokehouse.co.uk before sending anything back. We'll provide you with the appropriate return instructions and address for your order.

For change-of-mind returns, the cost of return postage is your responsibility.

Where required by law, we'll also refund the original standard delivery charge.

Damages & issues

Please check your order when it arrives and get in touch as soon as possible if your item is damaged, faulty or you've received the wrong item.

Email hello@kokehouse.co.uk with your order number and, where possible, a few photographs of the item and its packaging.

We'll assess the issue and work with you to arrange the most appropriate solution, which may include a replacement or refund.

If your item is faulty, damaged or incorrect, you won't be responsible for the return postage.

Plants & living products

Plants are living things, so some natural variation in size, shape, colour and appearance is to be expected.

Because of their living and perishable nature, certain plants and other perishable products may not be eligible for return if you've simply changed your mind.

If your plant arrives damaged, significantly unhealthy or not as described, please contact us as soon as possible with photographs and we'll be happy to help.

Other non-returnable items

Some items may not be eligible for return, including personalised or made-to-order products and certain perishable goods.

If you're unsure whether your item can be returned, just get in touch at hello@kokehouse.co.uk and we'll be happy to help.

Exchanges

We don't currently offer direct exchanges.

If you'd like a different item, the simplest option is to return your original purchase (where eligible) and place a new order for the item you'd like instead.

Refunds

Once we've received your returned item, we'll let you know that we've received it and process your refund within the timeframe required by law.

Refunds will be made to your original payment method.

Please allow a little extra time for your bank or payment provider to process the refund and for the funds to appear in your account.

If you have any questions about your return or refund, you can always reach us at hello@kokehouse.co.uk.

Nothing in this policy affects your statutory rights.